FAQ's - Questions

The questions below are some of our customers' common concerns. If you have a problem or question that requires immediate assistance, you can chat with us via our chat, if we are not available you can send an email to shop@carpelbags.com . We will contact you as soon as possible!

Pre-Sales Questions

Question: “Do I have to register to place an order?”

No. But to be able to place an order you must provide the necessary data for invoicing the product: name, contact and address are essential data to complete the purchase.

Question: “What should I do if I forget my password?”

If you need to recover your password, go to the “client area” and click “recover password”, you will be sent an email with a new password.

To change it later, go to your “client area” and click “change password”. If you still cannot recover your password, please contact us through our Customer Support.

Question: “Can I return a product? What are the deadlines?”

Yes, the customer can cancel or return any order, just bear in mind that in the event of a refund, the return costs will be borne by the customer.

Legally, the user has a period of 14 days to return any item purchased online. At Carpel Bags we offer an extended return period, 30 days after proven delivery of the respective item, to you or any party designated by you.

Question: “What payment methods do you accept?”

We accept the following methods:

1. Credit and Debit Card (Visa, Mastercard)

2. PayPal

3. Multibanco Reference

4. MB Way

5. Klarna for payments in 3 interest-free installments

Question: “How does paying in installments work with Klarna?”

Your purchase is divided into 3 interest-free payments. The first payment is made when the order is processed and the other 2 are made automatically every 30 days, from a debit or credit card of your choice.

Steps to shop with Klarna:

- Add the product to the cart;
- Select Klarna on the checkout page;
- Generate payment directly in the Klarna app.

Question: “What is the minimum and maximum value for purchases with Klarna?”

In Portugal, the minimum value allowed for Pay Over Time orders (installments) is €35 and the maximum €1000.

Question: “Can I use the TAX FREE service online?”

On the website www.carpelbags.com we do not offer the Tax Free service. To take advantage of this service you must make the purchase in one of our physical stores.

After-Sales Questions

Question: “How can I make a Return?”

To make a return, simply follow the instructions in the Exchanges and Returns tab.

Please bear in mind that only a product purchased online can benefit from this return method, for any item purchased in a physical store we recommend that you contact them.

Question: “Does the product I purchased have a warranty?”

Yes. All articles displayed on our website have a 2-year legal guarantee. In specific cases, this warranty can be extended and vary between 3 and 11 years. This information is presented in each product sheet.

To find out in detail the warranty conditions for a product, see our Warranty and After-sales Assistance terms.

Question: “What documents are needed to activate the guarantee?”

For any analysis to be carried out under the guarantee, the purchase invoice (paper or digital) must be presented.

Question: “What does the warranty cover?”

The warranty covers material and production defects for the period of time indicated in the warranty. It does not cover damage caused by normal wear and tear, misuse (such as incorrect transportation), neglect, accidents, abrasion, exposure to extreme temperatures, solvents, acids, water or transportation damage (by airlines, for example).

If a problem occurs with your product and it is caused by a defect in materials or production, we will repair or replace it. Any repair or replacement will be free of charge, including any costs necessary to return the product to you. However, you are responsible for any shipping costs for the product to our Head Office.

Question: “What should I do if I need After-Sales Assistance?”

If your product requires any type of assistance, don't worry, our team works hard to resolve any situation. Get in touch with us to find out how to proceed. Repair and shipping costs for products may apply.